Effective date: 4 August 2026 Version: 2026-08-04
This policy is applied alongside mandatory consumer law. Nothing here removes a right that cannot legally be waived.
1. Requesting a refund
Email info@didugo.net promptly with your Didugo order reference, reason, device model, screenshots, and troubleshooting details. Requests should normally be made within 14 days of purchase or as soon as a problem becomes known. A longer period applies where mandatory law requires it.
2. Normally eligible situations
- Payment was captured but Didugo could not issue the eSIM.
- A duplicate charge occurred.
- Didugo or its supplier delivered a materially different package.
- A verified supplier or network problem prevents service and reasonable troubleshooting cannot resolve it.
- The eSIM remains unused and supplier cancellation is technically available.
- A refund is required by applicable consumer law.
3. Situations normally not eligible
- The eSIM was successfully delivered, installed, activated, or substantially used.
- The device is not eSIM-compatible, is carrier-locked, or does not support required network bands.
- The customer selected the wrong destination, package, validity, allowance, device, or travel dates.
- The customer deleted, transferred, shared, or attempted to reuse the eSIM contrary to instructions.
- The package expired or data was consumed.
- Coverage or speed is affected by local conditions, congestion, building materials, geography, device settings, or operator restrictions, where service remains materially available.
- Travel plans changed after digital fulfillment, unless Didugo approves an exception.
- The account, payment, or use is fraudulent or violates the Acceptable Use rules.
4. Troubleshooting requirement
Before approving a technical refund, Didugo may reasonably ask you to install updates, enable data roaming, select the correct eSIM, check APN settings, restart the device, manually select a network, provide screenshots, and cooperate with supplier troubleshooting. This requirement will not be used to unreasonably delay a valid claim.
5. Immediate digital delivery and withdrawal rights
At signup and checkout, you may request immediate supply of digital eSIM service. In jurisdictions that permit it, a statutory withdrawal right may be reduced or lost once supply begins with your express request and acknowledgement. Rights for defective, non-conforming, or undelivered service remain unaffected.
6. Refund method and timing
Approved refunds are normally returned to the original payment method. Processing time depends on PayPal, banks, card networks, currency conversion, and local rules. Any difference caused solely by foreign-exchange movement or third-party fees may be outside Didugo’s control unless law requires otherwise.
7. Partial refunds and goodwill
Where some service was delivered or consumed, Didugo may offer a proportionate refund, replacement package, credit, or troubleshooting solution where lawful and appropriate. Goodwill does not create an obligation for future cases.
8. Chargebacks and disputes
Please contact Didugo before starting a payment dispute so we can investigate. Fraudulent or abusive disputes may lead to account restriction, reversal of rewards, and submission of relevant order, delivery, installation, usage, and support records to the payment provider.
9. Supplier cancellation
Cancellation may be impossible after the supplier allocates or activates an eSIM profile. Didugo will not promise cancellation until confirmed by the supplier.
10. Contact
Send requests to info@didugo.net.